Call Forecasting - Key Enablers

Author: CCa2z

Date: 13th October 2004

There are a number of steps to consider when identifying staffing requirements.  Listed below, are the key enablers you will need to consider.

CALL FORECASTING REQUIREMENTS

Collect Historic Call Volumes

Establish Average Handle Time (AHT) for Call Volumes

Select Service Level for Your Business

CALCULATE STAFF REQUIRED

Identify Current and Proposed Business Shrinkage Levels

RE-CALCULATE STAFF REQUIRED TO COVER STAFF SHRINKAGE

Identify Non- Demand Volumes

RE-CALCULATE STAFF REQUIRED TO COVER NON-DEMAND VOLUMES

Identify Seasonal and Business Impacts to Enhance Call Volumes

RE-CALCULATE STAFF REQUIRED TO MEET ENHANCED CALL VOLUMES

Produce Staff Schedules to Meet Call Forecasts

You can view as Microsoft Viso drawing  by following this link Call Forecast Enablers - you can view Visio by following the instructions here


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